MetricNet offers Contact Center benchmarks with cost, quality, and service level metrics for organizations that operate their own internal contact centers as well as those that outsource the contact center to a managed service provider.
MetricNet offers Service Desk benchmarks with cost, quality, and service level metrics for organizations that operate their own internal service desks as well as those that outsource the service desk to a managed service provider.
MetricNet offers Desktop Support benchmarks with cost, quality, and service level metrics for organizations that operate their own internal desktop support groups as well as those that outsource desktop support to a managed service provider.
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Canada Desktop Support Benchmark for Outsourced Desktop Support Groups (report in PDF format) sample
Add-On – Excel Data File for Canada Desktop Support Benchmark for Outsourced Desktop Support Groups sample
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This report will be produced and delivered via email in PDF format within 5 business days.
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This report is produced on demand using data that is less than 12 months old.
Canadian Dollars $
Price per Ticket
Price per Incident
Price per Service Request
Incident First Visit Resolution Rate
% Resolved Level 1 Capable
Tickets per Technician per Month
Incidents per Technician per Month
Service Requests per Technician per Month
Technicians as a % of Total Headcount
Service Level Metrics
Mean Time to Resolve Incidents (business hours)
% of Incidents Resolved in 1 Business Day
Mean Time to Fulfill Service Requests (business days)
% of Service Requests Fulfilled in 3 Business Days
Ticket Handling Metrics
Average Incident Work Time
Average Service Request Work Time
Average Travel Time per Ticket
Technician Job Satisfaction
New Technician Training Hours
Annual Technician Training Hours
Annual Technician Turnover
Daily Technician Absenteeism
Tickets per Seat per Month
Incidents per Seat per Month
Service Requests per Seat per Month
Incidents as a % of Total Ticket Volume
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